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Acquisition
Innovation
2025
innovation
AI-Assisted Knowledge Management System (KMS) + Virtual Agents (VA)
Delivered: AI support for human agents. Knowledge assistance prompts agents with consistent, validated information from your own verified database. Virtual agents automate business processes and use natural language to handle straightforward queries.
acquisition
Capabilities Acquired: Advanced communications capabilities, including a CPaaS platform, AI-powered answering machine detection, biometric authentication (voice and facial), and telecom-grade media processing and signaling gateways.
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acquisition
Capabilities Acquired: Enterprise video management, tailored for education, healthcare, and government.
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2024
innovation
AI-enabled Quality Management + AMD + Voice Biometrics
Delivered: Automatically analyze up to 100% of customer-agent interactions for consistent and unbiased contact center quality assurance. AI Answer Machine Detection (AMD) works with Outbound Dialing solutions to increase agent productivity. Biometric authentication provides secure customer verification.
acquisition
Capabilities Acquired: Enterprise-Grade Video Collaboration Platform
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acquisition
Capabilities Acquired: A robust enterprise video platform technology.
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2023
acquisition
Capabilities Acquired: Self-service software, AI-powered chatbots with 2-way text messaging
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acquisition
Capability Acquired: Expands CX portfolio with additional Teams capabilities
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2022
acquisition
Capability Acquired: Experiential Video and Experience Management platform
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acquisition
Capability Acquired: Multi-channel Market Research and Data Analytics
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2021
acquisition
Capability Acquired: Advanced Contact Center platform
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acquisition
Capability Acquired: Enabling technologies for Media Processing
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2020
innovation
Video Collaboration
Delivered: full 4K HD resolution video conferencing, video chat and collaboration capabilities.
acquisition
Capability Acquired: Artificial Intelligence, using Natural Language Processing (NLP)
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acquisition
Capability Acquired: Video Collaboration platforms and Integrations
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2019
innovation
Enghouse Artificial Intelligence / AI Insights
Delivered: Converts the “Voice of your Customer” (chat, email, voice, social etc. interactions) to extract actionable business intelligence.
2018
innovation
Omni-Channel Quality Management and Analytics
Delivered: Bringing recording, archival and analytics across all channel of interaction and communications.
acquisition
Capability Acquired: Market Research and Survey solutions
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2017
innovation
Unified Communications
Delivered: Unified communication feature set to move seamlessly between the contact center and the entire organization.
innovation
Survey Management Practice
Delivered: Data collection services leveraging outbound/inbound surveys through voice, web, and mobile.
acquisition
Capability Acquired: Advanced, highly-flexible Contact Centers
2016
innovation
Video and Web Collaboration
Delivered: new customer experience and interaction through web chat and video collaboration.
acquisition
Capability Acquired: Multi-media integrations
2015
acquisition
Capability Acquired: Multi-channel Contact Center solutions
acquisition
Capability Acquired: Real-Time Speech Analytics, Outbound Communications, Campaign Management
2014
innovation
Real-Time Agent Coaching
Delivered: Automated speech evaluators for training of agents and adherence to regulatory requirements.
acquisition
Capability Acquired: Unified Communications (UC) solutions
acquisition
Capability Acquired: Rules-based Proactive Outbound Communications
2013
innovation
Knowledge Management Practice
Delivered: Leveraging knowledge management technology and methodology to empower customers to self-serve and provide immediate access to knowledge for agents.
innovation
Proactive Outbound Communications & Engagement
Delivered: Proactive notifications and mobility for the customer through outbound communications.
acquisition
Capability Acquired: Multi-media Attendant and Contact Center solutions
acquisition
Capability Acquired: Multi-media Contact Center
2012
acquisition
Capability Acquired: Award winning, cloud-based Contact Center
2011
innovation
True Multi-tenant Contact Center as a Service
Delivered: Scalable, carrier grade platform, with omnichannel CCaaS, accessible by agents anywhere. Requires Zero IT footprint and offers Opex pricing model.
acquisition
Capability Acquired: Advanced Console technologies for Cisco UC solutions
acquisition
Capability Acquired: Advanced Call Recording and agent Quality Assessment and Management
2010
innovation
Advance Attendant Console
Delivered: Empowering the operator and attendant in the front office for personalized call management.
innovation
Call Recording & Quality Management
Delivered: Workforce Optimization for staffing and improving agent effectiveness and training.
acquisition
Capability Acquired: IP-based Self Service solutions and CTI integrations
2008
innovation
Rich CRM Integration Framework
Delivered: Improved first call resolution and agent productivity optimization.
acquisition
Capability Acquired: Flexible Intelligent Routing and Performance Measurement
2005
innovation
Omni-Channel and Distributed Contact Centers
Delivered: One of the first mission critical and fully featured contact center solutions with omni-channel capabilities.
acquisition
Capability Acquired: Speech-enabled Self-Service software solutions, and MediaVoice audio branding practice
2002
innovation
Self-Service and Speech-Enabled Applications
Delivered: Improving the ROI of self-service through robust IVR applications.
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